E-commerce Customer Support
Email and live chat replies, order tracking, complaints and escalations handled to your policies.
What this service is
E-commerce customer support means answering the questions your shoppers ask before and after they buy: where is my order, can I return this, does this fit, why was I charged. OPREVIQ handles these messages for you during agreed scheduled hours, using your policies, tone guide and approved answers.
We work from the inbox, chat and help-desk tools you already use, with limited-permission access. Anything outside your written policy is escalated to you rather than guessed.
What is included
- Email support
- Live chat support (Growth and Dedicated)
- Product enquiries
- Order tracking
- Delivery enquiries
- Customer follow-ups
- Complaint handling
- Escalation management
What is not included
- Replies outside agreed scheduled hours
- Guaranteed resolution times
- Refund approvals above limits you set
- Phone support unless agreed in writing
Coverage hours, channels and scope are agreed during onboarding. See pricing and how it works.
Questions about e-commerce customer support
Which hours do you cover?
Coverage is scheduled and agreed during onboarding, based on your customers' time zones and your package. OPREVIQ does not offer 24/7 support.
Who decides refund and return policy?
You do. We follow your written policy and escalate exceptions to you.
Related services
Discuss E-commerce Customer Support
Tell us about your store, customer volume and the tasks taking your time. We will explain what we can take on and how scope is agreed.